We are calling all IT specialists! The U.S. government is seeking your talent to grow the future of IT. Work on cutting-edge projects, from cybersecurity to infrastructure, and make a real difference impacting millions. Enjoy competitive salaries, excellent benefits, and career advancement opportunities while serving the public good.

Duties

Diagnosing and resolving problems in response to customer reported incidents, such as those involving integration or configuration issues. Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Developing and maintaining problem tracking and resolution databases. Installing, configuring, troubleshooting, and maintaining customer hardware and software. Developing and managing customer service performance requirements. Developing and coordinating the development of customer support policies, procedures, and standards. Leading customer training.

Requirements

• U.S. Citizenship requirement or proof of being a U.S. National must be met by closing date.
• Employment is subject to the successful completion of the pre-appointment process (i.e., background investigation, verification of qualifications and job requirements, completion of onboarding forms, submission of required documents, etc.)
• Males born after December 31, 1959 must be registered with the Selective Service.
• Applicants must meet all qualifications requirements within thirty (30) calendar days of the closing date of this announcement, including time in grade.

Qualifications

In order to qualify for an IT Specialist (Customer Support), GS-2210 position at the GS-11 level, you must have: A. completed a Ph.D. or equivalent doctoral degree, in computer science, engineering, information science, information systems management, mathematics, operations research statistics, or technology management. OR a Ph.D. degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required and development or adaptation of applications, systems or networks, OR 3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in one of the areas described above leading to such a degree; OR B. IT related experience demonstrated by paid or unpaid experience obtained in either the private or public sector, and/or completion of specific, intensive training that demonstrates all of the following four competencies: 1. Attention to Detail - is thorough when performing work and conscientious about attending to detail; and 2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services; and 3. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately; and 4. Problem Solving - identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND 1 year of specialized experience equivalent to at least the GS-09 in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing IT related tasks such as: assisting in diagnosing and resolving IT integration and configuration issues; receiving and responding to customer support IT requests; providing support and assisting in the development, configuration, installation, and maintenance of a local area network (LAN); scheduling and coordinating the acquisition, upgrade, and maintenance of customer workstations; and participating in IT system development projects to meet customer requirements. In order to qualify for an Information Technology Specialist (Customer Support), GS-2210 at the GS-12 level, you must have IT related experience demonstrated by paid or unpaid experience obtained in either the private or public sector, and/or completion of specific, intensive training that demonstrates all of the following four competencies: 1. Attention to Detail - is thorough when performing work and conscientious about attending to detail; and 2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services; and 3. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately; and 4. Problem Solving - identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND 1 year of specialized experience equivalent to at least the GS-11 level in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing IT related tasks such as: analyzing configurations management processes and procedures and developing and recommending processes, software, and procedures to ensure effective configuration management; assisting in developing customer support policies and procedures for use in providing customer service; performing installation and maintenance on system hardware and software and diagnosing and resolving problems; developing plans and schedules for installation and implementation of new systems; and participating in IT system development projects to meet customer requirements. In order to qualify for an Information Technology Specialist (Customer Support), GS-2210 at the GS-13 level, you must have IT related experience demonstrated by paid or unpaid experience obtained in either the private or public sector, and/or completion of specific, intensive training that demonstrates all of the following four competencies: 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail; and 2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; and is committed to providing quality products and services; and 3. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; and listens to others, attends to nonverbal cues, and responds appropriately; and 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; and uses sound judgment to generate and evaluate alternatives, and to make recommendations. AND 1 year of specialized experience equivalent to at least the GS-12 level in the Federal service obtained in either the private or public sector typically gained in the IT field or through performing IT related tasks such as: diagnosing and resolving IT integration and configuration issues; developing customer support policies and procedures for use in providing customer support; performing technical analysis necessary to resolve critical emergency hardware or software outages; developing plans and schedules for installation and implementation of new systems; and making recommendations for future implementation of IT products and services to management. Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. You will receive credit for all experience material to the position, including experience gained in religious, civic, welfare, service, and organizational activities, regardless of whether you received pay. Preview assessment questionnaire before you apply: https://apply.usastaffing.gov/ViewQuestionnaire/12464176

Education

If you qualify based on education in lieu of specialized experience, you are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed and grades. Unofficial transcripts will be accepted in the application packages. Official transcripts will be required from all selectees prior to receiving an official offer. Click here for information on Foreign Education

Contacts

• Address National Institutes of Health 6701 Rockledge Drive Bethesda, MD 20892 US
• Name: Joseph Dold
• Phone: 301-402-5026
• Email: [email protected]